Entries by Olivia Trott

Expert Opinion: Deirdre Martin on how happy employees are key to happy customers

In a world where technology is becoming increasingly affordable, customer experience is one of the biggest differentiators among SaaS players. There is one thing, however, that most tech companies miss: If your employees are disgruntled or poorly looked after, they will never be able to keep your customers happy. Reasserting this belief, CX expert Deirdre […]

Expert Opinion: Maximising Employee Efficiency in a Contact Centre with Neal Topf

How would you define customer service? Is it ‘the practice of helping customers with service and support’? Well, that’s the short answer. The long answer, however, is where real customer success lies.  Neal Topf, president of an award-winning call centre, and honoured as one of the top 25 thought leaders by the International Customer Management […]

Why is Effective Communication Important?

Communication plays a crucial role in our personal and professional lives.  It is a fundamental social skill that helps us build and enhance relationships with friends, colleagues, and family members by helping us express our messages and ideas.  In the workplace environment, good communication also helps minimise errors and optimise productivity. Poor communication, on the […]

Customer Service Quotes to Get You Motivated This Year

In a hyper-competitive market, the future of any business depends on the quality of customer service and experiences it delivers. A brand that delivers great experiences not only retains customers better, it is also likelier to benefit from positive word of mouth marketing and thus, enjoy more conversions. As per studies, 32% of customers are […]

Why Businesses Should Focus on Internal Communication?

For any business to do well, it is important that they pay attention to their customer communications. However, even more important than external communications is internal communications. Healthy internal communication not only keeps employees happy and connected to your business but is also an amazing way to provide an effective flow of communication between departments. […]

What is CRM Integration and How Does It Help in Strengthening Customer Relationships?

Businesses have managed the relationship with their customers for a time immemorial. For a long time, these relationships had largely been driven through direct contact with customers. Today, a plethora of software modules are available to automate customer relationship management processes in an efficient manner while driving the costs down.  These are called Customer Relationship […]

How Different Virtual Contact Centre Jobs Provide Opportunities for Candidates with Disabilities

People with disabilities often work with different organisations that support their talent and needs, matching their skills with suitable roles. Look around and you will find a colleague who may have physical restrictions.  However, finding the right job for them is rare. The proliferation of remote work in the post-pandemic world has suddenly opened up […]

10 Expert Tips to Improve Cross-functional Collaboration at Your Company

In every medium to large business, the organisation has several teams, each catering to a different function of the business. There are separate teams for sales, marketing, research, product development, testing, manufacturing, quality, operations, finance, etc.  Each team has its own set of targets and metrics which they work on diligently.  However, individually these results […]

How small businesses benefit from Hosted IVR systems

Implementing hosted IVR systems is a fantastic way to make your small business stand out from the competition. Used correctly, they can give your business communications a professional touch, no matter the scale of your business, or the industry it operates in. IVR, or Interactive Voice Response, is an automation tool that can help you […]

What are Free Phone Numbers and Why Your Small Business Can’t Live Without One

Business communications have come a long way since their introduction. From simple letters to magazine-like catalogues, phones, and then online communications—interacting with organisations has become easier over the past few decades.  This accessibility can be attributed to the technological advancements in communication systems. With each successive iteration, these systems are improving performance, decreasing prices, and […]